Customer Service Representative I

The City of Azusa is seeking a highly motivated Customer Service Representative I to fill a current vacancy within the Light & Water Department - Consumer Services Division.

SALARY AND BENEFIT INFORMATION

$58.74 - $71.40 Hourly
$4,539.63 - $5,517.95 Monthly
$122,181.48 - $148,512.36 Annually

Benefits affiliated with IBEW include a $1,500 - Monthly Flexible Benefits Plan Contribution for Medical Benefits, Bilingual Incentive Pay, City Paid Deferred Compensation, a generous Tuition Reimbursement Program, & so much more!

DEADLINE TO APPLY:
Online applications will be accepted beginning Wednesday, May 21, 2025, through Thursday, June 12, 2025. Qualified and interested applicants are encouraged to apply immediately as this recruitment may close without notice on the day the department's needs have been met. The eligibility list established from this recruitment may be used to fill future vacancies as they occur.

DEFINITION

Under general supervision, performs a wide variety of public assistance, order processing, cashiering, and accounting clerical activities for utility customers; prepares and reviews billing information; receives and documents payments; performs related duties as required.
CLASS CHARACTERISTICS
Entry level class in the Customer Service class series. Incumbents of this class perform a wide range of public assistance and/or processing, cashiering, and accounting clerical work that does not require prior experience. Generally, work is observed and reviewed both during performance and upon completion, and changes in procedures or exceptions to rules are explained in detail as they arise. Customer Service Representative I's are normally considered to be in a training status and as assigned responsibilities and breadth of knowledge increase with experience, may reasonably expect promotion to the next higher class of Customer Service Representative II. Under this training concept, positions assigned to the class of Customer Service Representative II may reasonably be filled at the Customer Service Representative I level, with the understanding that future reassignment to the Customer Service Representative II class in most cases is to be expected.

SUPERVISION EXCERCISED
Receives supervision from the Customer Care Operations Supervisor; receives work direction from the Customer Care Lead. Exercises no supervision.

ESSENTIAL FUNCTIONS
• Answers customer questions and resolves complaints and problems related to the utility billing process; receives payments for City services such as water and power; processes appropriate forms/records.
• Posts payments to accounts; computes water and power bills for opening and closing accounts; prepares forms for field and office staff on changes of service; inputs data into computer.
• Calculates special bills according to established procedures; assembles information regarding delinquent accounts; makes special arrangements for payment of utility billings for hardship cases within specific guidelines or refers to collection agency.
• Balances daily receipts to moneys received and prepares revenue summary sheets; issues refund checks.
• Researches records to correct errors in billings; makes credit adjustments and refunds; maintains related accounts.
• Performs a variety of clerical tasks such as composing correspondence to customers utilizing proper English, grammar, spelling and punctuation; sorting and distributing mail; preparing bills for mail outs; serving as cashier; and, prepares and enters a variety of data, and information; develops forms and letters accurately at an acceptable speed.
• Uses radio to dispatch field personnel for a variety of routine and emergency service calls.
• Assists others involved in related activity; assists in training personnel on the utility billing process.
• Performs related duties as required.
QUALIFICATIONSEducation and/or Experience
• Education: HS/GED.
• Experience: Six months experience in administrative support, in billing, clerical accounting and customer service.
Licenses or Certification
• Possession of and ability to maintain a valid Class C California Driver’s License and a satisfactory driving record.

Knowledge, Skills, and AbilitiesKnowledge of:
• Thorough knowledge of modern office practices and procedures.
• Operating methods, policies and procedures of the Utility Department.
• Methods and techniques utilized in processing utility payments.
• Accounting principles and bookkeeping procedures and methods.
Ability to:
• Ability to communicate clearly and concisely, both orally and in writing.
• Write reports and keep accurate records.
• Analyze data and draw logical conclusions.
• Accurately count, record, and balance cash transactions and other monies received.
• Communicate effectively with a variety of personnel and establish/maintain effective working relationships.
• Interpret, apply, and explain rules, regulations, procedures, and policies.
• Understand and follow verbal and written directions.
• Work independently.
• Perform mathematical computations.
• Operate a computer accurately and use a variety of computer software.
• Operate typewriter accurately, cash register, calculator, and other common office machines.
• Perform clerical accounting work skillfully and accurately.
• Resolve customer service problems effectively and tactfully.
MARGINAL FUNCTIONSThese are position functions which may be changed, deleted, or reassigned to accommodate an individual with a disability.

Environmental Conditions
• Work is performed primarily in a standard office setting.
• May be required to work extended hours including evenings and weekends from time-to-time.

Physical Conditions
• Prolonged sitting and regular standing, walking, reaching, twisting, turning, kneeling, bending squatting and stooping in the performance of daily activities.
• Grasping, repetitive hand movement and fine coordination in preparing reports using a computer keyboard.
• Near and far vision in reading written reports and work-related documents.
• Acute hearing is required when providing phone and personal service.
• Lift, drag, and push files, paper, and documents weighing up to twenty (20) pounds.

Some requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.

RECRUITMENT PROCESS:
All applicants are required to submit a complete City application at www.azusaca.gov/jobs. Applications must be accompanied by a resume describing experience, education, and training in relation to the requirements of the position, however, resumes will not be accepted in lieu of a City employment application. Applications that are submitted without a resume, or have unanswered supplemental questions, may be deemed incomplete.

Application Screening (Refer/Non-Refer): Online applications will be reviewed for qualifications that are highly desirable and most needed to perform the essential functions of this job. Only those candidates whose applications indicate that they are most qualified will be invited to continue in the recruitment process.

Examination Process (Oral Interview): Candidates will be interviewed and rated by a qualification appraisal panel of subject knowledge experts. Each candidate's rating will be based on responses to a series of structured questions designed to elicit the candidates' qualifications for the job. Only the most successful candidates will be placed on the eligibility list.

As vacancies occur throughout the City of Azusa within this classification, candidates may be referred to the hiring department. In accordance with the City of Azusa Civil Service Rule 5.5.1, examinations may consist of one or more selection techniques, including but not limited to: Application Evaluation (Qualifying), Written Exam, and/or Panel Oral Interview.

The City of Azusa is an equal opportunity employer that is committed to inclusion and diversity. The City of Azusa does not discriminate on the basis of race, religion, sex (including gender and pregnancy), national origin, ancestry, disability, medical condition, genetic characteristics, marital status, age, or sexual orientation (including homosexuality, bisexuality, transgender or heterosexuality) status in employment or the provision of services. Please be advised that as an employee of the City of Azusa, your job could be modified as part of the City's obligation to reasonably accommodate a disabled employee.

The City is dedicated to making its programs, services and activities accessible to individuals with qualified disabilities. If you require reasonable accommodations to complete the employment application and/or participate in the testing process, please contact Human Resources at (626) 812-5183 prior to the filing deadline. We will attempt to reasonably accommodate applicants with disabilities upon request.

THANK YOU FOR TAKING THE TIME TO APPLY FOR A CAREER OPPORTUNITY WITH THE CITY OF AZUSA!

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